Advanced Technical Support Engineer, Home Solutions

About Schneider Electric

Schneider Electric is a global specialist in energy management and automation.

Through our locally renowned brands Clipsal (Australia) and PDL (New Zealand), we offer a range of Home Solutions products.

From stylish switches and sockets, efficient home automation systems, to fast-charging electric vehicle chargers, we deliver brand new levels of innovation and convenience to homes and small businesses via.

our Home Solutions business-unit.

Our reliable, efficient and intuitive technologies help enhance living spaces and the lifestyles of their occupants.

About the opportunity:

We have an exciting opportunity for an Advanced Technical Support Engineer - Home Automation to join our Pacific Zone Technical Support team.

Based in Adelaide SA, this role will report into Team Leader, Advanced Technical Support, Building Automation.

As an Advanced Technical Support Specialist, you will play a pivotal role in guiding customers and SE businesses in their post-sales journey through the provision of top-tier post-sales technical support for the Lighting control and Automation products within the Schneider Electric / Clipsal business including Installation / Set-up support, maintenance support and remote troubleshooting assistance.

Key operational responsibilities will include:



* Understand customer issues and expectations and provide comprehensive post-sales assistance



* Incident and escalation point of contact for managing the resolution of customers critical issues.

This includes: liaising multiple stakeholders (Technical leadership team, Product marketing, Level-3 support, Quality, R&D teams) to help expedite resolutions and implement continuous improvement


* Contribute and aim towards a reduced End-to-End resolution time for customer issues


* Take the ownership on technical skills enhancement, including practical hands-on expertise


* Regularly review escalated cases from the Primary technical support team (Level-1) to identify gaps and look at ways to improve technical competency of Level-1 engineers.


* Provide technical mentoring to Level-1 team to enable them to provide primary support


* Develop personal technical expertise on SE's product range and contribute towards company knowledge resources (FAQ's / Technical Articles / Troubleshooting videos)


* Showcase customer success stories highlighting the value-added service technical support provides (internally and externally)


* Contribute to lead / new opportunities identification during engagement (discussions) with the customer


* Bolster the company's reputation by providing excellent technical service to our customers

About you:

You are innovative and strategic, focused on defining and supporting new models of technical support to produce premium service offering to our customers.

You are customer-obsessed, going above and beyond to deliver extraordinary results and experiences for customers.

In addition, you poss...